Technical Support Specialist

1 week ago

Dammam, Eastern Province, Saudi Arabia DP World - Jeddah Full time
Job Title: Technical Support Specialist

We are seeking a highly skilled Technical Support Specialist to join our team at DP World - Jeddah. In this role, you will be responsible for providing top-notch technical support to our end-users, ensuring that they have a seamless experience with our systems and equipment.

Key Responsibilities:
  1. Provide first and second-level technical support for end-users, troubleshooting and resolving issues related to desktops, laptops, printers, and other equipment.
  2. Collaborate with the System and Network Engineering Teams to implement standards and best practices for supporting our plants.
  3. Develop and maintain accurate documentation for work instructions, ensuring that all procedures are up-to-date and easily accessible.
  4. Participate in the global support on-call rotation, providing 24/7 support to our various geographic locations.
  5. Monitor alert notifications from the service desk and resolve or escalate issues as required.
  6. Provide change management support during weekends and adhere to DP World's change, incident, and problem management processes.
  7. Proactively identify security issues and escalate them to the TSS team lead or appropriate manager.
  8. Provide onsite support for new site launches and server/network refreshes.
Requirements:
  1. Computer science qualification or equivalent professional training and certification, along with proficient work experience in a technical field.
  2. Solid attention to detail and ability to create and document process and procedures.
  3. Good verbal and written communication skills with internal IT colleagues, business leaders, and external audit community.
  4. Ability to work in a busy environment with a positive approach and maintain high degree of confidentiality.
  5. Excellent organizational and problem-solving skills.
  6. Strong understanding and working knowledge of desktop hardware, operating systems, and software.
  7. Good understanding of network systems and protocols, as well as server hardware and operating systems.
Skills:
  1. Strong communication skills - ability to translate complex ideas and solutions to non-technical staff and customers.
  2. Problem-solving - getting to the root cause, taking on difficult challenges, and finding creative, innovative solutions.
  3. Exceptional critical thinking skills - identifying gaps in logic and underlying root causes of issues.
  4. Strong collaborator - working independently with ability to self-manage, with limited direction and guidance, but also successfully collaborating across dynamic and multi-cultural teams.
  5. Results-oriented - proactive in handling competing priorities to meet deadlines and commitments, always demonstrating a 'can do' positive attitude.
  6. Confidentiality - protecting the confidentiality of company data at all times.
  7. Flexibility to travel - up to 40% first year, 25% subsequent years.
  8. Languages - able to confidently speak and write fluent English.

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